Uverse Internet Nightmare

Hello AT&T Forum Community,

I have been dealing with a major issue the past few months and would like to share my story.

I have been a happy AT&T Uverse customer since 2012, having internet and TV at 3 different residences with no issues. My experience at my current residence has been a nightmare.

I signed up for a TV and Internet 50 bundle in September 2017. Internet and TV worked well until the beginning of April, when I came home to my Internet and TV not working (Uverse TV will not work without an internet connection). I called tech support and after troubleshooting, they decided that a tech needed to be sent out to fix the issue. They were great at scheduling a tech to come out quickly, which is a relief since I depend on the internet to complete my work from my home office. The tech came out and after working on it for a while, said that there were some line issues and that a line tech would come out and fix the issue later that night or the next day. I saw a line tech working on it that night and later on that night, I was able to get onto the internet and watch TV as well.

The next day, the internet began to have intermittent outages. I would have a strong internet connection, then I would have no connection. This was happening so often that I was unable to complete my work. Hoping that this would get resolved while I was out of town, I waited until I got back (a week) before I called tech support again. After calling, they decided a tech needed to come out again. The tech came out and told me it was a line issue and also tried to replace my router (just in case?). He then downgraded my internet service from Internet 50 to Internet 45 without letting me know and then told me the issue was resolved.

The next day, the intermittent outages began again making it impossible for me to be able to use my internet. Again tech support was called and another technician sent out. This time, they told me that my line issue was going to require a dig up. The intermittent outages were now so bad that I was unable to even send out an email. I patiently waited a week, working from WIFI hot spots around the town and waiting for the line to be worked on.

After a week, I called tech support again to find out the status of the dig and was told that no ticket for a dig had been submitted. The support tech on the phone then lowered my service down to Internet 20 to at least be able to get me on the internet. He assured me that once the dig is completed they will put me back up to the highest speed possible, but it more than likely would not be Internet 50 since I am too far from the line. Dropping down to Internet 20 stopped the intermittent outages, which was great since I could send my emails, but I still needed at least 50mbps to be able to stream the massive data files I use for work.

After a few days, I was offered 100mbps by another company at a comparable rate and decided that I was going to cancel Uverse and move to that. I called support and told them my issues. I told them I needed at least 50mbps to be able to stream all the data I need for work. They sent me to "Last Chance" and I was told that they would try to resolve my issue one last time and see if they can get me to my agreed upon Internet 50. They also scheduled a follow up call so that I could let them know if I was staying or if I would be leaving (the call never came).

Later that week, another tech came out, and again told me about the line issue and that the line guy was going to come the following day. The next day, the city came and marked up my lawn with flags and spray paint so that the group AT&T subcontracts could dig up the line. The dig crew ended up digging a 4-5 foot deep hole in my neighbors yard in a rectangle shape about 3' wide x 5' long that evening.

The next day the line guy came out and worked on the line and was able to fix the line to where there were no intermittent issues. The next day I saw that AT&T had increased my speed to Internet 45.

It has been a full month of issue after issue and tech after tech trying to resolve these problems. After all of this mess, I have decided to switch to the competitors service to get 100mbps so that I can get back on track with work. They have since installed and I am very happy with their service and called AT&T yesterday to cancel the service. I was told by the phone representative that I would be charged an ETF for my TV since my internet and TV are two separate services. I asked to speak with a manager (which I hate doing since I've worked customer service before and know how that feels) and was told that they would have to schedule a call with me. I agreed and was told that they would be calling later that day (yesterday) or the next day (today). It is 1:30PM here and I still have not received a call from anyone. I haven't heard from the manager, last chance department or anyone. Also, there is still a massive hole in my neighbors yard that has not been filled and I have not heard from anyone as to when it will be filled.

I'm extremely disappointed with AT&T's lack of professionalism on the corporate side (not the technicians). I signed a contract for a bundle deal, Uverse TV and Internet 50, and AT&T has failed to keep their end of the contract. I do not feel that I should get charged an ETF fee when I am not getting the service that was agreed upon in the initial contract.

TLDR: Internet has been basically unusable for a month, AT&T cannot deliver the internet speed that was agreed upon, and are trying to charge an ETF fee now that I am canceling.

Has anyone else had a similar issue?